Service Delivery Manager

Job Description

Role Purpose

Own effective day-to-day service delivery for assigned customers by managing service health, operational governance, ITSM coordination, escalations, reporting, and service-related initiatives. Ensure customer service outcomes are achieved while maintaining strong stakeholder relationships and supporting continuous service improvement.

Role Objectives

Operational service management

• Develop and maintain effective relationships with customer and delivery stakeholders to support successful service outcomes.
  

• Monitor service health and operational performance to identify risks and drive timely resolution of issues.
  

• Work in partnership with Team Leaders and delivery stakeholders to coordinate priorities and actions that support service outcomes.
  

• Maintain accurate customer-specific service plans, contacts, escalation paths, support information and operational documentation.
  

ITSM and service assurance

• Coordinate ITSM activities to support effective service delivery and achievement of agreed service levels.
  

• Manage operational escalations and stakeholder communications to minimize service impact and support timely resolution and supported by clear ownership.
  

• Coordinate post-incident reporting, root-cause and problem actions and ensure corrective actions reach verified closure.
  

• Maintain the accuracy of service information, knowledge and operational data to support compliance and service quality.
  

Reporting, governance and improvement

• Produce accurate operational reporting inputs that provide insights, explain trends, business impact, risk, root causes and recommended actions.
  

• Facilitate operational forums and provide insight and action updates to CXM-led governance for larger accounts.
  

• Maintain an improvement backlog based on service data, recurring demand, customer feedback and operational risk.
  

• Drive agreed actions to reduce repeat incidents, improve flow, increase self-service and knowledge reuse, and responsibly apply automation or AI-assisted operations.
  

Customer ownership for smaller accounts

• Lead service reviews, customer communication, service improvement and service recovery within defined authority.
  

• Monitor account health and identify strategic, contractual, financial or relationship risks requiring escalation to the CXM or Principal Customer Experience Manager.
  

• Identify out-of-scope demand, revenue leakage, minor works and service enhancement opportunities and route them through the appropriate commercial process.
  

• Maintain customer confidence through proactive communication, accurate commitments and disciplined follow-through.
  

Transition, change and collaboration

• Coordinate transition-to-support activities, including operational acceptance, support ownership, knowledge, access, monitoring, service mapping and handover actions.
  

• Coordinate minor works and non-standard requests within agreed scope, controls and commercial pathways.
  

• Support change governance and readiness, ensuring implementation, business impact, risk, test and back-out information are fit for purpose.
  

• Work collaboratively with the CXM and internal leaders, escalating early when service risk, capacity, security, customer confidence or commercial exposure exceeds agreed thresholds.
  

Skills, Experience & Qualifications

• A minimum 5 years experience in service delivery, IT service management, customer operations or a similar role preferably within managed services or a complex multi-provider environment within a medium to large ICT organisation.
  

• Practical knowledge of ITIL-aligned practices including incident, problem, change, request, knowledge, configuration and service level management.
  

• Ability to interpret dashboards and service data, identify trends and risk, and convert insight into prioritised actions.
  

• Strong operational judgement, customer communication, facilitation, escalation management and cross-team coordination skills.
  

• Commercial awareness of contracted scope, service consumption, minor works, variations, forecasting inputs and revenue leakage.
  

• Working knowledge of cloud, cybersecurity, modern workplace, automation, observability and responsible AI-assisted operations.
  

• Experience in providing a high level of customer service, with multiple levels of stakeholders.
  

• Experience following compliance, governance, or administrative requirements.
  

• Experience contributing to continuous improvement activities or process enhancements.
  

• Experience in following established processes, procedures, and documentation standards.
  

• Experience working in environments governed by SLAs and meeting service expectations.
  

• Accurate and concise documentation data entry and reporting skills.
  

• Effective negotiation and problem solving skills.
  

• Experience working both autonomously and within a team environment.
  

• Integrity in dealing with personnel, customer and supplier issues.
  

• Effective oral and written communication skills to ensure clear and accurate communication with all internal and external stakeholders, at all organisational levels.
  

• Highly developed organisational and time management skills, with the ability to manage conflicting priorities while maintaining a high level of attention to details.
  

• Highly developed computer literacy with proficiency across the Microsoft Office suite.
  

• Highly developed interpersonal skills.
  

Additional Information

Line of Business: Services

Qualifications

- ITIL 4 Foundation is desirable; ServiceNow, project, cloud, cyber or service management qualifications are advantageous.

Requirements
Requirements Completed post-secondary education preferred Minimum 2 years business experience in IT related industry High level of commitment to exceptional customer service Able to problem solve and take ownership of issues and drive to resolution Works well under pressure and can re-prioritize as needed High level of attention to detail Microsoft Licensing knowledge is an asset Proficient in MS Office tools – Outlook, Excel, PowerPoint, Word, TEAMS Working knowledge of SFDC and SAP would be an asset